Question: Please read the text below and pleas give me an answer Its Not My Mistake; Must Be Yours A late arrival is standing at the

Please read the text below and pleas give me an answer

Its Not My Mistake; Must Be Yours A late arrival is standing at the desk waiting to be roomed. The night manager stays silent allowing the guest-service agent to handle the situation. There are no rooms. You dont seem to understand; I have a reservation. It was guaranteed with my credit card because I knew I was going to be late. Sir, you made that reservation 9 weeks ago on credit-card number 4300 0000 0000 0003. The card company dishonored that card; so we cancelled the reservation. We have no rooms and the citywide convention means the closest accommodations are in the next town, 18 miles away. Their rate is $165; my guess is the cab will be about $60. Theyre on the telephone, what should I tell them? I need a room. Have them hold space. The reservation confirmed. The guest turned toward the manager. I feel you should pay the cab fare and the $75 difference between the rates. Since apparently we have both made mistakes; make it an even $100 and well each take a hit!

1. Was there a management failure here? If so, what?

2. What is the hotels immediate response (or action) to the incident?

3. What further, long-run action should management take? If any?

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